5 Superior Quality Call Monitoring SystemTechniques in a Call Center Today, strategic business planning is customer-driven. Because of that, businesses should always monitor the behaviour of their customers, lest they wane in this competitive world. Quality call monitoring needs to be accompanied by the quality management of the monitored data. With an impeccable call monitoring…
If Your Call Center CRM & QA Software aren’t Working Together, You’re Doing It Wrong The right technology is crucial for high-functioning contact centers, and having the right call center CRM is one piece of that puzzle. A CRM, or customer management system, is how businesses manage their contacts with customers. But what about monitoring…
How to Conduct Meaningful & Actionable Customer Satisfaction Surveys for your Call Center All businesses must prioritize the customer service experience, but for contact centers, it becomes even more essential. Providing excellent customer service is the name of the game, and there is no way to truly monitor results and achieve improvement if you’re not…
Computer Telephony Integration in the Call Center- What is it and Why is it Important With the pacing technology, consumers enjoy easy, faster and reliable services but this comes with a couple of challenges. Companies have set up call centers to manage the raft of customers calling for assistance. The unending incoming/outgoing calls and messages…
The 5 Biggest Reasons your Call Center Needs to Go Mobile In case you haven’t heard, businesses who aren’t mobile friendly are lagging behind those that are. According to the Forrester Research Group, it’s estimated that 4 billion people worldwide will own a smartphone by 2019 — which is less than two years from now.…
Big or Small, Your Business Should Embrace Mobile & SMS Marketing In today’s digital world, businesses of all size are realizing the sheer benefits of mobile advertising. Consumers are tied to their devices, so getting into the palm of their hands has become crucial in order to remain competitive. Here are some of the biggest…
Everything You Need To Know About Cloud PBX For decades, businesses have embraced the use PBX (Private Branch Exchange) systems to streamline communications within and out of their premises. Traditional PBX is typically a private network where it comprises of a physical cable-based network connecting employees and some external lines. The system requires the onsite…
Multi-Channel Customer Contact Centers Require Multi-Skilling Multi-channel (or omnichannel) customer contact centers have been the priority of new development over the last several years — but they do not come without their challenges. Today’s consumers expect the seamless multi-channel experience. They want to contact a business’s customer service center in the manner which happens to…
5 Best Call Center Reporting Practices Daily, weekly, monthly and yearly reports are essential components of a contact center as they are used to determine key performance indices (KPIs) and track the performance of the business. There is a raft of call center reporting tools out there but using them to diagnose and solve issues…
5 Ways to Build Authentic Customer Relationships through SMS & Messaging With the majority of today’s consumers using mobile phones and the Millennial generation moving into the largest group of consumers, it’s essential that virtual call center software has text and messaging capabilities. Today’s consumers want the ability to both request and receive customer service…